The two men were placed into handcuffs and escorted out of the video, which is shown in a viral video that has since garnered more than 3.2million views. According to Johnson's letter, the store's manager didn't intend for the two men to be arrested or for the situation to "escalate", although as bystanders in the viral video stated, the situation didn't truly escalate, and the men were taken into custody after doing nothing.
Starbucks is at the centre of a racism storm after two black men were arrested in a branch of the coffee chain.
"Ever since I posted this, I've had white strangers AND friends say "there must be something more to this story". Numerous other customers followed the police out of the store protesting on the men's behalf because nobody could understand what they had done wrong.
In an nearly seven-minute clip, the commissioner said a trespassing and disturbance matter led to Starbucks employees calling 911.
Starbucks issued an apology on Twitter, reading in part "We apologize to the two individuals and our customers for what took place at our Philadelphia store on Thursday". The men were eventually released without charges.
Starbucks "stands firmly against discrimination or racial profiling", Chief executive Kevin Johnson said in a statement.
"So they [Starbucks] are at least consistent in their policy", he said.
He said the company meant to "investigate the pertinent facts and make any necessary changes to our practices that would help prevent such an occurrence from ever happening again". The Philadelphia mayor's office and Police Department have begun separate investigations.
'At about 4:40 police received a 911 call for a disturbance and trespass.
If the men meant to make a purchase but were just waiting for their friend to order, then - at the least - it was rather inconsiderate for the Starbucks employees to make them wait to use the bathroom until a purchase had been made. A lawyer for the men did not immediately respond to an email or phone message seeking comment late Saturday.
Philadelphia's police commissioner Robert Ross defended the actions of the officers, saying that the men were not compliant. The men refused, he said. But he added, "If a company calls plus also they say that 'somebody is here that I really no longer need to function as in my small business, '" that the officers have "a valid responsibility to execute their obligations and so they did just that".
Ross, a black man, said he was aware of issues of implicit bias - unconscious discrimination based on race - but did not say whether he believed it applied in this case. We are reviewing out policies and will continue to engage with the community and the police department to try to ensure these types of situations never happen in any of our stores, ' the statement said. However, as soon as they asked the question "more cops and more cops and more cops showed up". Her clients, who declined to be identified, were released eight hours later because the district attorney found no evidence of a crime, she said, adding the Starbucks manager was white.
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